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Merged
merged 7 commits into from
Nov 12, 2025
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support: single page #23657

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8c5b180
support: add severity levels
sarahsanders-docker Nov 4, 2025
cc2205d
update definitions
sarahsanders-docker Nov 6, 2025
5c30b77
simplify table
sarahsanders-docker Nov 10, 2025
d6459a8
move support content to one page
sarahsanders-docker Nov 10, 2025
34613fa
fix broken links
sarahsanders-docker Nov 10, 2025
40a844c
usha feedback
sarahsanders-docker Nov 11, 2025
37e91b3
add line about business machines
sarahsanders-docker Nov 12, 2025
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10 changes: 10 additions & 0 deletions content/manuals/desktop/troubleshoot-and-support/support.md
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Expand Up @@ -28,6 +28,16 @@ Support response times and availability vary by subscription tier:

For detailed support features and response times, see [Docker Pricing](https://www.docker.com/pricing/).

### Support severity
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@aevesdocker aevesdocker Nov 5, 2025

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Nit: I'm not sure it's clear that this is connected to Premium Support. I wonder if we need to bring out Premium support from the callout into its own section

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@sarahsanders-docker sarahsanders-docker Nov 11, 2025

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I ended up moving everything to its own dedicated page, let me know what you think!


Classify support requests by severity levels:

| Severity | Level | Description |
| :--------- | :------- | :-------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Severity 1 | Critical | Full outage or complete loss of service. Docker is completely unavailable or a critical business function is blocked with no workaround available. |
| Severity 2 | High | Major disruption to service. Docker is experiencing significant performance degradation or a major feature is unavailable, impacting multiple users or critical workflows. |
| Severity 3 | Medium | User issue with workaround available. Docker has a functional limitation or non-critical issue that can be circumvented with an alternative approach or temporary solution. |

### Community support

All Docker users can seek support through the following resources, where Docker or the community respond on a best effort basis:
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